Support Article
Bulk action process option not available
SA-77977
Summary
In the Bulk Transfer process, the 'Transfer Case Ownership' option is unavailable when multiple records are selected. As a result, when transferring all the work and assignments to a different user, each transfer action must be performed individually.
Error Messages
Not Applicable
Steps to Reproduce
- Click the Operator Profile.
- Select Bulk Actions.
- Select Process option.
- Filter cases by Owner.
- Select a case that has an Owner configured.
- Click the Action menu. The 'Transfer case ownership' option is present along with the default Transfer option.
- Select multiple cases. In the Action menu, only the default Transfer option is displayed.
Root Cause
The List of actions available in the Bulk Action was an intersection of the actions available on all the cases that were selected. Since the Transfer Case Ownership option was not available as an action for some cases due to a custom configuration, this option was not available when multiple items were selected.
Resolution
Perform the following local-change:
Override the report which obtains the list of cases to include the Owner party information and add that field in the UI.
Published May 10, 2019 - Updated October 8, 2020
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